Impact of express delivery service quality towards repurchase intention by B2C and C2C: A case of Indonesia

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

3 Citations (Scopus)

Abstract

Express delivery is claimed to be a critical factor that affects e-commerce customer satisfaction and previous studies showed that customer satisfaction in turn affects customer's intention to repurchase. However, no research has discussed the relationship between express delivery service quality to repurchase intention in e-commerce. Thus, perceiving the importance of the express delivery service quality to the e-commerce industry, this research aims to examine the impact of express delivery service quality especially in B2C and C2C e-commerce. This study was conducted using a quantitative approach by distributing questionnaires to B2C or C2C e-commerce customers who ever made a purchase and had the goods shipped using express delivery services. Data of 582 respondents were collected and then analyzed using Covariance Based SEM (CB-SEM) with AMOS 22. The results showed that responsiveness and empathy dimensions of express delivery's service quality dimension give positive influence towards both customer satisfaction and trust to shop online, which will subsequently give positive influence toward repurchase intention.

Original languageEnglish
Title of host publication2016 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages221-227
Number of pages7
ISBN (Electronic)9781509046294
DOIs
Publication statusPublished - 6 Mar 2017
Event8th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016 - Malang, Indonesia
Duration: 15 Oct 201616 Oct 2016

Publication series

Name2016 International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016

Conference

Conference8th International Conference on Advanced Computer Science and Information Systems, ICACSIS 2016
CountryIndonesia
CityMalang
Period15/10/1616/10/16

Keywords

  • e-commerce
  • express delivery
  • repurchase intention
  • Service quality

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